DESCRIPTION

The Senior Customer Care Advisor plays a critical role in delivering outstanding service to our customers while championing JE’s Think Customer ethos. As a senior member of the Customer Care team, this role supports frontline advisors, leads by example, and contributes to continuous service improvement. The successful candidate will help drive complaint resolution, identify process improvement opportunities, and ensure efficient, empathetic, and proactive customer care.
This role is pivotal in helping JE meet its Customer Charter and Corporate Scorecard Customer Objectives, contributing to customer satisfaction, operational efficiency, and ongoing innovation.

CUSTOMER EXPERIENCE & COMPLAINT HANDLING

• Take ownership of complex or escalated customer enquiries and complaints, ensuring timely and fair resolution.
• Use customer feedback to identify trends and propose service improvements.
• Ensure every customer interaction reflects JE’s Think Customer values: Inform & Inspire, Assist & Enable, and Engage & Retain.
• Provide consistent and proactive communication to maintain customer trust and satisfaction.

SKILLS, KNOWLEDGE & EXPERTISE

• Proven experience in a senior advisory role within a customer service or contact centre environment.
• Demonstrated ability to handle complaints and sensitive issues with empathy, professionalism, and confidence.
• Strong understanding of customer needs and service excellence principles.
• Excellent written and verbal communication skills.
• Ability to lead by example and positively influence team culture.

DESIRABLE SKILLS

• Experience working in the energy/utilities sector or a regulated environment.
• Knowledge of CRM or contact centre platforms.
• Exposure to customer experience metrics and reporting.

ABOUT JERSEY ELECTRICITY

Jersey Electricity’s purpose is to ‘enable life’s essentials’ by providing the people of Jersey with secure, reliable, affordable, and sustainable electricity today and long into the future.
Jersey Electricity’s Vision:
Jersey Electricity’s vision is to “inspire a Zero-Carbon future” by being the energy partner of choice whilst working to six strategy pillars of that vision:
JE 6 strategic pillars:
1. Digital Enhancement and Innovation – over the next 3 years JE will continue to develop robust and scalable digital platforms, seeking innovation in smart enabled technology and to, where appropriate, commercialise its innovation.
2. Customer –to increase JE’s customer experience maturity, to better understand customers’ existing and future needs and wants, as well as provide exceptional service around its offers.
3. Energy Sourcing and Supply – prepare for a new supply contract, considering transitional requirements, to reduce cost and market risks for customers as well as considering the future role of offshore wind in the energy mix.
4. Future Proof the JE Business Model – continue delivering good operational performance across all businesses within the Group. Ensuring JE delivers infrastructure requirements for today, and in readiness for the future, whilst creating resource capability and capacity for CNR delivery.
5. Island-wide Electrification and Decarbonization – continue to develop new products in heat and mobility which support the CNR, customers in energy efficiency and facilitate the development of solar and offshore wind propositions with the Government of Jersey.
6. Great Employer – continue to recruit and develop talent, improve JE climate and engagement in becoming the employer of choice in and beyond Jersey.
We are an engaged and focused workforce, committed to ensuring we “keep the lights on” across the island and explore new ways of providing energy and related services to islanders. Working at Jersey Electricity means you are part of an inclusive team of nearly 400 diverse employees across a number of business sectors from the distribution of energy to Retail and Commercial services.
We have made a positive commitment to employing disabled people. Reasonable adjustments will be made to the recruitment procedure as required in consultation with the applicant to ensure no-one is disadvantaged because of their disability. All disabled applicants who meet the minimum criteria for the role as set out in the role profile will be guaranteed an interview.
Whatever your role with us, you will find the support you need to develop in a long-term career and work with many long-serving employees to help us achieve our vision.

Being an employee of Jersey Electricity, you will:

• Share in the success of ground-breaking projects to electrify the island;
• Be part of a highly skilled and developing workforce;
• Participate in company-wide wellbeing initiatives;
• Develop both professionally and personally in a supportive environment;
• Benefit from a competitive rewards and compensation package;
• Help us develop our engaged, diverse and innovative workforce;